Interactive & Self Service Applications

Within this segment of the Teleperformance Performance Driver™ suite of application, Teleperformance provides access to an integrated suite of multi-channel self–service applications.Our portfolio of solutions will allow you to reduce the cost of designing, deploying and operating your programs including factors of acquisition, retention, growth and optimization. Teleperformance invests heavily in leading interactive and self service platforms so you can stay current with proven technology that is fully redundant without the capital outlay.

Teleperformance’s multi-channel self-care applications with CTI functionality are also fully integrated with our WAHA infrastructure and accessible to agent resources

These key contact center technologies include integrated voice response (IVR), advanced speech recognition, email response, and interactive web chat.

WAHA agents can also leverage our Enhanced Screen Pop (ESP™) capability, a patented TP technology, which reduces average handle time (AHT) by collecting customer data input from the IVR and quickly transferring this along with existing customer records to the agent desktop. The agent is ready to solve issues instead of collecting or waiting for data.

Key Client Benefit:

The combination of self service, interactive applications and voice integration helps drive costs down while resolving issues more quickly and improving overall customer satisfaction.

Technologies

Our hybrid Integrated IVR / live agent solutions use the optimal combination of IVR (touchtone or speech recognition) and agents (whether onshore, offshore, near shore or work at home) to meet
your program needs.

The key contact center technologies include:

• • Interactive Voice Response (IVR)
  • Advanced Speech Recognition (ASR)
  • Web self service/email response
  • Interactive web chat capabilities

Most importantly, Teleperformance’s self-service infrastructure and platform is fully integrated with existing voice and core hub and spoke architecture so that we can deliver a seamless end-to-end customer experience.

Enhanced Screen Pop (ESP™)/CTI – a technology designed to reduce average handle time (AHT) by collecting customer data input from the IVR and quickly transferring this along with existing customer records to the agent desktop. The agent is then able to respond more quickly to the customer’s inquiry without having to capture the data verbally and reenter it. This also significantly improves the customer experience and level of satisfaction with the interaction.

TP Connect – created to reduce agent handle time and increase first call resolution, by providing an agent with access to an expert agent via web chat when they have difficulty resolving a customer’s issue.

Interactive and Self Service Expertise - There are many considerations on if and how to best deploy automated contact handling to drive efficiencies, effectiveness and customer satisfaction. To ensure success, our exceptionally knowledgeable CRM and industry experts work together in developing, testing and implementing automated contact handling scripting and solutions. Our market expertise combined with our CRM expertise and proven technology offers our customers a strategic advantage when deploying partial or fully automated customer contact handling applications.